以活動理論發展行動工作者資訊產品之功能分析 - 以保險業務專員為例

Abstract

21世紀的科技，努力地朝向「以人為中心」的概念邁進，並以此建構出隨處電腦的使用環境，而這樣的概念目前正促使著資訊科技的發展邁向多人、多工、多場所的使用環境，同時也迫使工作者必須遠離辦公桌工作，而形成所謂的行動工作者。因此若能透過適當的人機互動分析工具，分析使用者在多元化的使用環境中之行為模式，即可瞭解使用者之真正需求，並將此需求作為資訊產品之人機介面的設計依據，以提供使用者一個符合多元化環境的資訊產品。 因此本研究以保險服務行業之業務外勤專員作為觀察對象，主要透過活動理論的分析程序：以使用者為主軸，分析使用者在進行活動時，其本身所產生的動機、目的以及活動過程中所表現的動作或操作順序，同時將使用者所處的環境以及和其他人之間的互動關係、隱含的社會文化等因素都納入探討的重點，以求完整地描述使用者在活動時所涉及到的相關元素。 隨後將分析過的人機互動資料加以整理、濃縮，以建構出使用者的行為模式，並從中萃取相關的人機互動議題及使用需求，同時將其推導為功能需求。最後藉由使用情節之修正，形成行動資訊產品之原型。

In the 21st century, technology has changed its nature into human-center and has established ubiquitous computing environment. That nature transforms the applications of information technology into the context of multi-users, multi-tasks, and multi-sites. Furthermore, workers have to work far their desks away and become the mobile workers. As analyzing the behavioral models of the users in multi-using conditions with appropriate analytic tool of human-computer interaction, the real needs of users can be understood. Standing on the needs to design HCI of information products will make these products conform with the multi-using conditions for the mobile workers more appropriately. Subject in this paper is the salespeople about insurance. The research is according to the analysis process of activity theory, as the base of users, analyzing motives, goals, and operation sequences when they doing these activities. In order to fully describe the relevant elements of activities, the peripheral environment, the relationships within community, and the sociological factors have been implied to the analysis process. The researcher arranged the analyzed data to construct behavioral model of the users, and then extracted the needs of using and the issues of human-computer interaction. At last, to developed the prototype of the mobile information product. The implications, limitations, further research directions, and applications are discussed at the end.